Service Desk Technician

About the role

We are seeking a customer-focused and proactive Service Desk Technician to join our IT team on a part-time basis. This role is ideal for someone with solid hands-on IT support experience who enjoys troubleshooting technical issues, supporting end users, and working in a collaborative, fast-paced environment.

Responsibilities

• Provide Level 1 and Level 2 technical support via email, chat, phone, and in person.
• Troubleshoot hardware, software, networking, VPN, and account access issues.
• Manage and prioritize support tickets while meeting established service levels.
• Configure, deploy, and maintain laptops, workstations, mobile devices, and peripheral equipment.
• Aid with employee onboarding and offboarding, including account provisioning and device setup.
• Manage user accounts and permissions using Active Directory, Entra ID (Azure AD), Google Workspace, or similar identity platforms.
• Document incidents, resolutions, and technical procedures.
• Escalate complex issues to senior IT staff when necessary.
• Maintain IT asset inventory and equipment records.
• Deliver excellent customer service while supporting both onsite and remote employees.

Requirements

• 3+ years of experience in IT Support, Service Desk, Help Desk, or Desktop Support.
• Experience supporting both Windows and macOS environments.
• Hands-on experience with Microsoft 365 and/or Google Workspace.
• Knowledge of networking fundamentals, including Wi-Fi, VPN, DNS, DHCP, and TCP/IP.
• Experience troubleshooting hardware, software, printers, and peripheral devices.
• Familiarity with Active Directory, Entra ID (Azure AD), or Google Workspace user administration.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Professional level of English.
• Ability to work onsite in the San Francisco Bay Area on a hybrid schedule.

Nice to Have

• Experience with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or Freshservice.
• Experience with MDM solutions such as Intune, Jamf, or Kandji.
• Familiarity with Okta or other identity and access management platforms.
• Basic PowerShell scripting.
• IT certifications such as CompTIA A+, Google IT Support, Microsoft Fundamentals, or Apple certifications.